Technical Support

5 months ago

Ottawa, Canada Solink Full time

**Technical Support - Tier 2**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

**_
A bit about the role _**

Do you get excited when you come across new challenges? Are you driven and have proven ability to think on your feet? We’re looking for a dynamic and motivated individual to join us as a Tier 2 member on our Customer Support team. As a Tier 2 member of our Support team, you will help support and troubleshoot technical escalations from Tier 1 members using your excellent problem-solving skills and internal & external knowledge bases. You will also work with our customers to assist them with technical troubleshooting, ensuring they’re happy with the Solink product while providing best-in-class service.

This is a customer-facing role so we're looking for employees to join our team with exceptional communication skills. You have a strong command of the English language both written and verbal.

**WHO YOU ARE**:

- You have STRONG experience handling complex technical escalations.
- You can and ENJOY providing floor support to tier 1 agents - often functioning as a mentor in moments of sharing technical knowledge and demonstrations of how to’s when solving/troubleshooting complex problems.
- You have strong interpersonal skills and experience in customer service, technical support or a similar support role.
- You have experience/knowledge of Linux or any form of coding.
- You have a good understanding of networking knowledge.
- You have experiencing looking at logs to troubleshoot
- You’re inquisitive and determined, with a desire to learn.
- You are forward-thinking and look for solutions outside the box.
- You are resourceful, possess strong problem-solving skills and are able to follow processes and procedures.
- You are agile and have proven ability to prioritize and manage multiple tasks efficiently.
- You have a friendly attitude, being able to work independently and within a team.
- You have the proven ability to take complete ownership of problems from identification through to resolution.
- You have outstanding communication skills in English (written, read, spoken), bilingualism (French or Spanish) is an asset.
- Experience with a formal ticketing system or chat platform is an asset.

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT WILL YOU DO?**
- Embrace an ‘always on/always up’ mentality by maintaining and managing our growing infrastructure of networked devices, cameras and customer locations.
- Provide assistance to customers and technicians in resolving software and hardware issues in a timely manner through our customer facing platforms.
- Work closely with internal and external parties to diagnose and troubleshoot technical issues to ensure the customer is delighted with our product. This includes working with field technicians on hardware-related networking issues with a higher level of complexity.
- Handle escalations from Tier 1 Support Agents, following through with the life-cycle of a ticket, in cases where Tier 1 is limited in their ability to resolve the issue.
- You may be required to work evenings and weekends on a rotational basis.

**WHAT IS SOLINK?**

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience What an exciting adventure ahead - and our Solinkians make the greatest travel companions

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate and striving to make an impact.

**WHY WORK AT SOLINK?**

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun

**All that - PLUS we offer..**
- Flexibility in your chosen hours of work by helping you get "stuff" done (

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